Customer Service Specialist, Pharma (Ref. 2507)

For our client, a leading and innovative pharmaceutical company with its international headquarter based in the French part of Switzerland, we are searching for a:

As Customer Service Specialist, you are responsible for scheduling and monitoring patient treatment timelines for the production of commercial immunotherapy products, serving as the primary contact for cell therapy treatment centers regarding patient scheduling.

Your main tasks

• Serve as the primary scheduling contact for assigned treatment sites
• Communicate with internal and external stakeholders via phone and email to ensure a positive customer experience
• Create and manage patient schedules in coordination with treatment and manufacturing sites
• Maintain transactional data related to patient schedules in the scheduling system
• Train treatment sites on patient scheduling processes and provide real-time support for scheduling portals
• Document customer and partner feedback and maintain master data in the account management system
• Participate in meetings, lead discussions with commercial teams, and handle escalations
• Track account health, provide insights into trends, and offer on-call and holiday support as needed
• Ensure compliance with SOPs and work practices, and maintain strong relationships with commercial teams and treatment sites
• Handle exception processes such as product returns, replacements, and out-of-spec products

Your profile

• Bachelor’s degree or 3 years of relevant work experience, preferably in customer service, patient services, logistics, or supply chain
• Highly self-motivated, professional, and self-aware with the ability to work independently and in teams
• Adaptable to changing business needs and skilled at managing tense situations
• Exceptional customer service skills and experience in de-escalating conflicts
• Strong sense of ownership, accountability, and ability to organize and plan information effectively
• Excellent communication (written and verbal) and presentation skills
• Fluent in English and French, speaking and writing

Sebastian Pal is looking forward to receiving your application documents via job portal (CV, diploma, reference letters; no motivational letter necessary).
Full discretion is guaranteed and we will gladly answer any additional questions.